AAA
Membership

AAA membership renewals among millennials were significantly lower than other groups and legacy channels were proving to be ineffective for reaching this population. Relay helped AAA capture renewals while simplifying the process.

Challenges
Overcome

Membership renewal

AAA was finding that traditional forms of outreach like paper mail and outbound calls were becoming less effective and more expensive to renew memberships.

Membership renewal

AAA was finding that traditional forms of outreach like paper mail and outbound calls were becoming less effective and more expensive to renew memberships.

Challenges
Overcome

Membership renewal

AAA was finding that traditional forms of outreach like paper mail and outbound calls were becoming less effective and more expensive to renew memberships.

Membership renewal

AAA was finding that traditional forms of outreach like paper mail and outbound calls were becoming less effective and more expensive to renew memberships.

Challenges
Overcome

Engaging with millennials

The millennial population was the hardest to reach, but the most likely to provide a mobile number.

Engaging with millennials

The millennial population was the hardest to reach, but the most likely to provide a mobile number.

Challenges
Overcome

Easy renewals

The company knew that finding a better way to reach customers was the first step, and making it easier to renew was equally as important.

Easy renewals

The company knew that finding a better way to reach customers was the first step, and making it easier to renew was equally as important.

Results
Achieved

17%

More likely to renew

Relay was the answer AAA was looking for. Together, we built a simplified membership renewals workflow that delivered proactive messages to the member’s mobile phone, without mailers or phone calls required, and increased the likelihood of a renewal by 17%. AAA also used Relay to notify members of a potential credit card decline due to an expired card, so the renewal process would be frictionless for the member and easier for AAA to process quickly.

Key
Takeaways

17%
More Likely to Renew Membership
21%
Reduction in Credit Card Declines